Senior Manager, Global Workforce Planning

Toronto, Canada

Core Support Ops

About the Role

At Lyft in the Transportation space, Connecting cities, one ride at a time, for a more equitable future..

At Lyft, our purpose is to serve and connect. We aim to achieve this by cultivating a work environment where all team members belong and have the opportunity to thrive.

Lyft's Customer Care Operations team handles more than 1.7 million customer interactions every month. We support riders, drivers, and businesses across voice, chat, and messaging, through in-house teams and a global network of outsourced partners.

As Senior Manager, Global Workforce &amp; Partner Management, you'll own how our global workforce is sized, scheduled, funded, and protected. You'll turn demand into capacity, manage the spend behind it, and own the business relationship with our outsourced partners. You'll work hand in hand with the Support Operations leaders who own service delivery and quality, giving them the plans, insights, and partner capacity they need to deliver for customers. Reporting to the Director, Global Strategy &amp; Operations, you'll lead Forecasting, Financial Planning &amp; Management, and Workforce Management, including Scheduling &amp; Real-Time Operations.

<h2>Responsibilities:</h2>

<ul>

<li>Plan the workforce. Own short- and long-range forecasting and capacity planning across channels, queues, languages, and lines of business. Lock and deliver rolling billable hour forecasts to our partners, so they can staff accurately and we can hold them accountable to the plan. Build the models behind our annual and half-year plans, and stress-test them as the business and AI adoption evolve.</li>

<li>Hold teams accountable to the plan. Make sure in-house and partner teams staff to the forecast, schedule to requirements, and keep agents adherent and productive. Own forecast accuracy, staffing to plan, schedule adherence, occupancy, and shrinkage.</li>

<li&gt

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What It's Like to Work at Lyft

What It's Like to Work Here

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Frequently Asked Questions About Working at Lyft

Common questions candidates ask about this role and Lyft's workplace

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Please review the specific job listing or contact Lyft's recruiting team for details on remote or hybrid work options for this role.

Salary information may vary by role and location. Please check the specific job listing or discuss compensation during the interview process.

Lyft is an established organization in its industry. The company focuses on maintaining a supportive workplace culture for all employees.

Key benefit categories include: Health & Wellness, Work-Life Balance, Financial & Retirement, Professional Development, Community & Belonging. You can view more details on their CertCheck profile.

The day-to-day environment is guided by core values such as Belonging Over Everything and Challenge Convention and Community-Centric Connection.

The company has committed to inclusive practices including: Champion Belonging and Inclusion and Invest in People's Growth.

Lyft has a supportive and collaborative culture, recognized as a loved place to work by its team members.

Lyft currently has 166 open positions. They are hiring across departments like Accounting, Tax, & Governance, LUS Supply Chain, Core Support Ops. You can view all current openings at certcheck.mostlovedworkplace.com/companies/lyft/jobs.

The interview process typically involves an initial recruiter screen followed by team interviews. Please contact Lyft's recruiting team for specific details on this role's process.